Service Quality, Facilities, and Personnel Competence in Port User Satisfaction: A Qualitative Case Study at Batu Ampar Port, Batam
DOI:
https://doi.org/10.38035/dijdbm.v7i5.7293Keywords:
Service Quality, Port Facilities, Personnel Competence, User SatisfactionAbstract
This study examines how service quality, physical facilities, and personnel competence shape port-service users' satisfaction at Batu Ampar Port, Batam. A qualitative case-study approach was employed through semi-structured interviews, direct observation, and document review. Six purposively selected informants participated, comprising two internal service-unit personnel and four business users with two to twenty years of experience in port operations. Data were analyzed using the interactive model of Miles, Huberman, and Saldaña through data reduction, thematic display, and conclusion verification, supported by source, technique, and time triangulation. The findings indicate that procedural reliability, responsiveness, and information clarity are generally perceived positively, although complaint handling remains partly reactive and interpersonal responsiveness varies among personnel. Basic facilities are available but stacking-yard capacity, wharf conditions, waiting areas, and toilet cleanliness require improvement during busy periods. Technical competence in operational systems and regulations is relatively strong, whereas service-oriented soft skills are less consistent. The study proposes an integrated improvement framework emphasizing end-to-end digitalization, preventive process control, facility readiness, and service-excellence development
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